Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A highly distressing incident that occurred during my travel with Korean Air, involving flight KE895 and its connection KE893 on 3/30/2025.During the security check process, a Korean Air ground staff removed my wallet from my purse and placed it on the desk, rather than inside the check bin. Critically, I was neither informed nor was the wallet returned to me at that time. Unaware of this, I boarded flight KE895 without my wallet, which contained all my identification documents.Upon realizing the wallet was missing, I alerted the flight attendants. Unfortunately, they contacted the wrong security gate, which delayed any efforts to locate my belongings. Since I had no identification with me, I was forced to disembark and retrieve the wallet personally. During this process, the cabin crew and their supervisor threatened that I would be held by Homeland Security for up to an hour, and stated that as a Chinese citizen, I was not allowed to remain in ***** without a visaa statement that added to my anxiety and distress.The flight attendant initially assured me that a penalty would only apply if the delay exceeded 60 minutes. However, at the transfer desk, I was later charged:$350, allegedly as a penalty for delaying flight KE895 by over 60 minutes.$100 for rebooking airfare on the next mornings flight.However, according to the official receipt (attached), the KRW ********* (~$350) charge was listed under Total Fare, not as a delay penalty. This demonstrates that the transfer desk provided false and misleading information, leading me to pay fees under incorrect pretenses.A refund of the KRW ********* (~$350) charged under misleading information, as this situation arose solely due to the errors of Korean Air personnel.This incident caused me unnecessary emotional distress, financial burden, and disruption to my journey. The sequence of errorsfrom the ground staff's mishandling to miscommunication by the cabin crew and transfer deskwas entirely preventable.

  Business Response

  Date: 06/13/2025

  Dear BBB,
  
  To further investigate of this claim, please provide us with Korean Air ticket number and reservation number.
  Upon receipt of Korean Air ticket number and reservation number., we will check with concern department and get back to you an outcome.
  
  
  Sincerely,
  Customer Care
  **********************.
  
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23428838
  
  I am rejecting this response because the business need the ticket number and reservation number. so I need to click "Reject" to keep this case open and provide the information Korean Air needs. 

  Old Ticket Number: 180 **********   Date: 3/30/2025 Flight # KE895.      Booking Reference: 6H77SM
                                   180 **********  Date: 3/30/2025 Flight # KE895. Booking Reference: 6H77SM

  New Ticket Number: 180 ********** Date: 3/31/2025 Flight# KE893

                                    180 ********** Date: 3/31/2025 Flight# KE893

   Sincerely,
  
  Weifang Xu

  Business Response

  Date: 06/26/2025

  Dear BBB,

  This email details an incident that occurred during boarding.
  
  Passengers informed our cabin crew that they had misplaced their necessary documents for entry into ***** at the transfer counter. 
  Our Korean Air staff clarified the passengers that as Chinese nationals, they do not require special documents to enter ****** 
  However, just as the doors were closing, the passengers requested to voluntarily disembark.
  
  After disembarking, the passengers returned to the transfer counter and realized they had left their wallets at the transfer security checkpoint. 
  Korean Air staff assisted them in retrieving their wallets from lost and found.
  
  This situation resulted in a voluntary cancellation of their flight. Consequently, Korean Air collected a reissue fee and a penalty to rebook their travel for the following day.
  
  We at Korean Air do our best to reach an amicable resolution with all our passengers.

  Sincerely
  Customer Care
  **********************

   

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23428838
  
  This is to clarify the incident that occurred during the boarding process, which was inaccurately described in the previous report.
  Contrary to the initial statement, we did not misplace documents required for entry into *****. As Chinese nationals, we were in possession of our valid passports and had no issue regarding documentation.
  The incident occurred at the Security Checkpoint, not at the transfer counter. During the security screening, Korean Air ground staff failed to place one passenger's wallet back into the security bin, which led to the wallet being left behind.
  Upon boarding, we realized the wallet was missing and immediately alerted the cabin crew. However, the cabin crew contacted the wrong security checkpoint, which resulted in an unsuccessful attempt to locate the wallet. We were told it could not be found.

  We requested to review the security camera footage at the transfer desk office. This reasonable request was denied, and we were told that access to security footage requires a police report. This lack of cooperation raises concerns about Korean Airs willingness to conceal the truth rather than take accountability for the mistake.

  Due to the urgency of the situation and the lack of resolution, we had no choice but to voluntarily disembark the aircraft to search for the wallet ourselves. After leaving the aircraft, we were able to locate the wallet at the Information Desk, not at the Lost and Found as previously stated.
  We hope this correction provides a clear and accurate account of the events. The issue stemmed from a mistake by Korean Air ground staff during the security screening process and was further complicated by miscommunication by the cabin crew during the boarding procedure.

  This chain of errorsbeginning with a failure at the security checkpoint and followed by misinformation from both ground and cabin crewclearly reflects operational failures by Korean Air. What is even more disappointing is that instead of accepting responsibility, the airline issued a false narrative that placed blame on the passengers.
  As a customer, I expect honesty and accountability from a globally recognized airline such as Korean Air. I respectfully request a formal correction of the incident report and an acknowledgment of the mishandling by your staff. This experience has caused us considerable stress, delay, and inconvenienceentirely due to errors on your side.
  Sincerely,
  
  Weifang Xu

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew Korean Air in April 2025. On one of the 2 legs of my outbound flight, my bag was damaged by Korean Air. I contacted them when I noticed the issue. I was still abroad and they said the US group would contact me when I returned. They did, but arranging a time was challenging (sharing this as it's a pattern). Before fully replacing the bag, they asked if I could have it repaired, and they would reimburse me. I brought the bag to be fixed, about an hour from my house. In advance of picking up the bag, I inquired if they would reimburse for mileage. They said yes. I outlined what the *** mileage reimbursement would be, they agreed to it. When I submitted the invoice for the mileage (a word doc outlining the 4 one way trips, dates and mileage of each trip, based on ****** maps), I was told I needed to provide a receipt. I inquired about what a sample of a receipt could be given it would be impossible for my car to provide this and suggested a conversation with a supervisor. I heard nothing. I followed up again and received a call, but was not available to answer it. The message said they would call back. They did not. Several hours later, I was told it was "impossible" to get a hold of me, and this matter was closed. I asked again and they said "As we have informed you several times, compensation cannot be made without evidence such as receipts. I don't think you need any further contact with us anymore." I disagree with this statement and followed up. I have emailed several times asking for examples of receipts for mileage, but have heard nothing. We do not have mutual closure on the issue and will continue emailing and reaching out until there is closure/understanding on both sides.

  Business Response

  Date: 06/10/2025

  Dear BBB,
  
  To further investigate of this claim, please provide us with Korean Air ticket number and reservation number.
  Upon receipt of Korean Air ticket number and reservation number., we will check with concern department and get back to you an outcome.
  
  
  Sincerely,
  Customer Care
  **********************.
  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23415635
  
  To be clear i am not rejecting the response but providing further details.  There were not other options to keep the case open.  PEr the ask, here is the ticket number and reservation number:

  Ticket: 0062263983339

  Confirmation: GS8PQA

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/24/2025

  Dear BBB.

  We are currently awaiting the necessary documents from the customer to resolve this case.

  We have been working closely with them to ensure all requirements are met.
  
  Once the documents are received, we will promptly proceed with their request.
  
  

  Sincerely,
  Customer Care
  **********************

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an international flight from *****, ******** to ******, *********** booked on March 25. My layovers were ******, ***** and *******, ***********. Upon arriving to my destination and claimed my luggage, one of the wheels was missing. I filed a complaint to their branch in ******, they took pictures and gave me a copy (in paper) of the incident report. I emailed them the receipt 3 days ago as proof of purchase. I told them that my luggage was not 3 years old and only used it 3 times. They offered me a settlement of $150, i declined because it did not meet my satisfaction. They reassess it, offered me $180 as one time payment, i declined it because that will not be enough for me to buy a luggage in the ***********. I told them i know my rights as a consumer and will not accept the money but replace my luggage with a luggage instead. They asked me if i will consider to have it repaired, all covered by korean air. They failed to show up to pick up my luggage and if i did not texted them, i wouldn't knew i was waiting for nothing. The issue was not resolved.

  Business Response

  Date: 04/15/2025

  Dear BBB,
  
  To further investigate of this claim, please provide us with Korean Air ticket number and reservation number.
  Upon receipt of Korean Air ticket number and reservation number., we will check with concern department and get back to you an outcome.
  
  Sincerely,
  Customer Care
  **********************.
  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23175468
  
  I am rejecting this response because: I provided a scheduled date for them to come and pick up the luggage, 2 days ahead of time. I even explained to them that my time in ****** is very limited. I have to cancel my appointments on that day. If I did not texted them to find out where they at, I wouldn't knew that I was waiting for nothing. When I received the email and asking for reschedule, I refused it because I cannot afford to cancel another schedules/appointments. I am running out of time. I emailed them last night to let them know there's no one at my sister's home for the next 3 weeks and I will be back in ****** at the end of this month. My flight will be the following day, May 1st. If they did not mishandled my luggage, we are not going to have this problem.
  
  Sincerely,
  
  ****** Ann *************

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 18, 2024, ***** miles were redeemed from my korea air account **************** for a hotel booking at waikiki.I've since called Korean Air numerous times requesting the information of the booking including details of the reservation, but none of the customer service agents could find the booking. The ***** miles were simply gone, and the associated booking could not be found.I've contacted the hotel multiple times, they were unable to locate the booking and advised me to contact korean air, they also said they are no longer partneredwith korean air.I've requested to talk to a supervisor but Korean air refused to transfer the call to supervisor. I've *********************************************** but didn'tget a response.I demand Korean air to compensate me for theloss of the ***** miles from my account and for all the inconveniences caused to me in the amountof $500 USD.I've already wasted 4 months dealing with this, to date, I haven't received any response from Korean air. If no response is received by April 4th, 2025, I will file a complaint with DOT against korean air.

  Business Response

  Date: 04/08/2025

  Dear BBB,

  Korean Air acknowledges the receipt of a claim submitted to BBB.

  We will review this case with concern department and get back to you.

  This claim is duplicate with CODE 23131501-6B08A

  Sincerely,
  Customer Care
  **********************.
  
  

   

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 18, 2024, my ***** miles from the Korean air account was redeemed, however, I've requested many times from Korean Air to send me the booking confirmation, Korean Air refused to do so. I could not find any detail relate to the booking in my Korean Air account . I've called 26 times between Jan until Mar, spoke with the customer service, but none of them was able to locate the reservation. I've called the **************************, they told me to contact Korean Air and said they are no longer partnered with Korean Air and do not take Korean Air miles for booking, and they could not locate the reservation. This resulted in my economic damages as I had to book flight to ****** for this vacation, and the hotel booking was not found by the hotel, korean air could not provide any information and refused to transfer my calls to a supervisor. since the ***** miles redeemed for a hotel booking was not found by neither Korean Air nor the hotel, it's therefore a scam of Korean Air set up intend to defraud consumers. I've demanded to speak with a supervisor but Korean Air refused to connect me to a supervisor for the 26 phone calls I had. Korean Air should be ashamed for mistreating consumers. I've also found out that I'm not the only person been defrauded by Korean Air. I demand Korean Air to immediately compensate me for the damages including my loss of the ***** miles, economic loss relate to the travel, in the amount of $750 USD. A class action will be filed if Korean Air does not respond to this complaint within 7 business days.

  Business Response

  Date: 04/08/2025

  Dear BBB,
  
  Korean Air acknowledges the receipt of a claim submitted to BBB.

  We will review with concern department and get back to you.

  This claim is duplicate with CODE 23131525-0F491.

  Sincerely,
  Customer Care
  **********************.
  
  

   

   

   

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************************************** On March 4, 2025 I had a flight booked online via ************************** and in partnership with **************. When I arrived for my flight the *************** agent at baggage check told me that my name was in the system backwards. (Last then First) It seemed like an easy fix to me and the Delta agent went about trying to change my name. After talking on the phone the Delta agent informed me I needed to contact Korean Air.I proceeded to contact Korean Air and they told me that they can't chance my name because it's less than two hours before the flight. Korean Air claims they can't change my name with less than two hours prior to a flight. So both ************** and Korean Airlines claim they can't change something as simple as a reversed name. Then Korean Air told me that my only option was to miss my flight and pay $274.20 for the same flight March 5, 2025. At the same time ************** claims it's out of their control because it was booked with **************************. I had no choice but to pay and as if I'm the only responsible party here.This all occurred in **********, **

  Business Response

  Date: 03/12/2025

  Dear BBB,
  
  To further investigate of this claim, please provide us with a copy of the receipt amount of USD274.20.
  Upon received, we will check with concern department and get back to you an outcome.

  Thank you for your support.

  Sincerely,
  Customer Care
  **********************.
  

  
  

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought 2 tickets flight 2 ways 3 month ago. After we bought the tickets a couple days, they did changes the dates on our flight, we will have to wait for 10hours for connected flight. Today (Feb/23/25) we called back to get the fligh confirmation numbers, but the representative stated that we bought the economic tickets that they can cancel anytime the company wants. The representative stated that in order to get the confirmation we have to update and pay extra $1000 for it. Also he pressure us that there is only 2 seat left. It sounds really ridiculous and scam. His name is ****** this is the last time we flight KOREAN AIRLINES, and please dont give them your business.

  Business Response

  Date: 03/05/2025

  Dear BBB,
  
  To further investigate of this claim, please provide us with Korean Air ticket number and reservation number.
  Upon receipt of Korean Air ticket number and reservation number, we will check with concern department and get back to you an outcome.
  
  Sincerely,
  Customer Relations
  **********************.
  
  

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,Good Evening!I have a flight purchased from Korean Airline (roundtrip ticket from ****** *** to ****** - ****** to ******) April 17 returning April 25, 2025.I called the Korean airline to modify the flight returning which is on April 25, 2025 ****** to ******. They modify it as per my requesrt and I paid the flight difference. Now less than 24hours I changed my mind and as they advised they will refund me the modification that I made because I changed my mind less than 24 hours. I've been told that they will put it back on the original ticket which I said OK! Then after a minute of me placing them on a brief hold - They advise me that we cancelled the returning flight and we will issue a refund. So then I felt meh (like a lots of thoughts going on my mind) They said they will put it back to original flight the one second after placing me on the hold they cancelled it. So, what i just said is OK how much is my refund being confused. Then they said $184 OK!Then I keep thinking what the heck just happened. Then I called again because I am in doubt of what and tell the other customer them what happened happened they said we will reviewed the call. They customer service is tryinh to call me because I am working when they called they leave a voice message saying I will get a refund for 184$. I called again today to follow up about them calling me and the customer service updating me that they will not refund me anything.This is so frustrating. If someone please can try to help me on this issues. I will truly appreciate it. Thank you so much!In Expedia I bought this round ticket with my hotel for a package of $1442.00 Everyday, Every emails or calls has a different information. They are not helping me in anyways. Different people different answer im every single day that I am on the phone with them.

  Business Response

  Date: 02/07/2025

  Dear BBB,
  
  
  To further investigate of this claim, please provide us with below information.
  Upon receipt, we will check with concern department and get back to you an outcome.

  PAX NAME:
  KE PNR NBR:
  KE TKT NBR:
  
  Sincerely,
  Customer Relations
  **********************.
  

  
  

  Customer Answer

  Date: 02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They reinstate my flight Thank God. Problem solve BBB. Thank you so much. 
  
  Sincerely,
  
  Apple *** *******

• Initial Complaint

  Date:01/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ticket Number: ************* Reservation Code: WKT974 Ive contacted Korean Air through multiple channels and theyve all been ************ aware that I booked through the third party GotoGate but I need Korean Air to confirm if they have in fact refunded me for the cancelled flight due to medical emergency. I had cancelled the flight on Dec 13 and provided my medical document on Dec 16. GotoGate is telling me Korean Air rejected the refund. Please confirm with me what actually happened. Im in the process of filing a chargeback against GotoGate. I know Korean Air cannot refund me the $1199 CAD directly. But please help me with confirming the refund status so that I can send my credit card the info.

  Business Response

  Date: 01/23/2025

  Dear BBB,

  We will investigate this case with our Europe office since the ticket was issued by **** number issued in **** ******
  
  Sincerely,
  Customer Relations
  **********************.

  
  
  

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22788720
  
  I am rejecting this response because:

   

  I have not heard back yet from anyone. Was the refund processed? Please reply here or to my email: *************************************
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On nov 23, my sister and I flew to *********** to attend a family members funeral. On Nov 28, my sister and I scheduled to fly internationally from ****** to ***** with a connecting flight from ***** to **** We were delayed by more than 3 hours, and we were concerned that we would miss our connecting flight. The attendants from Korean air told us we would be ok since the connecting flight must also be delayed by the time we got there. We arrived at the gate and sure enough, we missed the plane by an hour. We were directed to go to the transfer desk where they could rebook us, but on this day, they closed the transfer desk because Korean Air couldnt find anyone to fill in the position. There were many complaints, missed flights, and people stuck in the airport and Korean air couldnt handle the volume of people who needed help. We needed to be back in the states because we have young kids to pick up. No one would help us, everyone screaming and yelling because they did not want to speak English, and we did not have a way to call international from our phones. The line got extremely chaotic with officers yelling at us because after several hours, customers were getting irate with no help on the way. There were several officers with guns arguing with people on the line, and we did NOT feel safe. We decided to purchase another ticket that costs us additional out of pocket cost. We decided to call them back for a reimbursement for the missed connecting flight and the reimbursement for the additional tickets we had to purchase, and we got denied for reimbursement. We cannot handle this additional cost. It was expensive, but its an emergent situation involving our children. We ultimately felt like our rights have been violated as they just really sat there and were ok with us being stuck there with absolutely no help. Weve never felt so hopeless and alone in this country, and now even more that they wont reimburse us.